Screen cracked!

[juraj5112]

Hello, I got Fitbit Blaze as a birthday gift from my girlfriend three weeks ago. I was so happy when I found out that I will get them. All the time I took care of them but today morning after I was sleeping with blaze on my hand I found the screen cracked! I am very disappointed because I have had Charge HR for 14 months before and I had absolutely no problems with it all the time and it had only plastic screen and Blaze should have gorilla glass. What is wrong with my Blaze?? 

[PTCGator]

This isn't necessarily true. You described my situation exactly and like the post you responded to, my device was greater than a year old. They did NOT replace in this case, they offered the 25% off digital coupon on another FitBit product.

[Driver8666]

Replacement depends on where you live. I live in Ontario, Canada. My warranty on my Fitbit ends in a couple of weeks. If something were to go wrong with mine, including a cracked screen I'd be able to get it replaced. But I've never had any of the issues that float around on here.

Here's an example:

I have a Recon Tech controller for my Xbox One S. Recently it's starting to disconnect from the console. I told Xbox Canada that this doesn't happen with the Gears of War 4 controller I have. This is even on a full battery. They told me to ship it back for it to be replaced. I'll be filling out the paperwork for that on Monday. 

Not to rub it in but I've escaped every single issue that's been reported in here. Including this one. 

[BLMBG]

Evidently they don't believe yours is the factory defect. 

[PTCGator]

single diagonal crackupper leftlower right

[taz4352]

The first thing I did when I got mine was put a screen protector on it and I've had mine for about a year and a half with no problem.

Sent from my iPhone

[mcalca]

Athis was what I was offered at first also, they eventually came around and sent me a new tracker. Since that time I have been using screen protectors. I have gone through a couple pf screen protectors but the watch face has been intact since I started using them.

[PTCGator]

If I were to do it again, I'd use a screen protector as well.

When the device was released, FitBit was touting how tough their "Gorilla" glass was and I trusted them. I certainly didn't realize or suspect that they wouldn't have a repair plan a year and a half after launch.

I don't fault them for not forseeing it would develop stress cracks from the recharging process or silent alarms, I do fault them for not having a plan to repair them, regardless of the cause.

[ErickFitbit]

@ReidAiton @Boo2blaze @TeacherKarenB @114ThomasG I was able to reach out to our Support Team and get confirmation that they've been able to work with you to reach a resolution. Can you confirm that this is the case?

@Patra38 @Stevea007 @Agolitz @Baboa69 @Glendon @PTCGator @Louisekat @Andyyc @cab5599 @lachele @zanzibarzaza @gojacks1 @Pobear06 @DavidBoulder @nitrams1 @Charge2walker @Cynmarie @Ginagee77 @Walkerhunter07 Our Support Team reviews all inquiries on a one-on-one basis. If you have questions about our one-year limited warranty check out our detailed warranty page here.

@tamshon @Phelix @mcalca @wmanigo Glad to hear our team was able to help you get back on track. Thanks for sharing your update.

[Agolitz]

@ErickFitbit Just to be clear that I understand what I should do, are you suggesting that I reach out to customer service again to try to have a return authorization sent to me?

[PTCGator]

Anyone in the middle group feel like their concerns were addressed? I certainly don't. Mass form letter response is pretty weak CS. ErickFitbit might be overworked and under supported, but this kind of response doesn't help Fitbit or the customers.

[Agolitz]

Totally agree! My call to customer support on this was late February and I posted shortly after. I'm just now getting some additional response from Fitbit?

[Walkerhunter07]

They offered me the crappy 25% off

[Stevea007]

If you call offering a discount on a new product instead of fixing or replacing the product resolved?  Welcome to the revolution! 

[ErickFitbit]

@Agolitz @PTCGator @Stevea007 @Walkerhunter07 Nope, I am confirming that all of our Support inquiries are reviewed on a one-on-one basis and consideration for warranty replacement is part of said review. Per our returns & warranty page: 

"In addition, this Limited Product Warranty does not apply to damage or defects caused by (a) use with non-Fitbit products; (b) accident, abuse, misuse, mishandling, flood, fire, earthquake or other external causes; (c) normal wear and tear or aging of the Product such as discoloration or stretching; or (d) operating the Product (i) outside the permitted or intended uses described by Fitbit, (ii) not in accordance with instructions provided by Fitbit, or (iii) with improper voltage or power supply."

[PTCGator]

Okay, so how does that, in any conceivable fashion, address the fact that there is no repair policy or method available?

All you have said is, it's out of warranty, better luck next time. We already got that message, thanks.

Yes, we also caught that you are completely ignoring the fact that it is very likely a manufacturing or material failure that manifests towards the end of the warranty period. I'm not suing Fitbit or part of a class action suit (at least not at this present time). I'm not even asking for a refund. I just want to be able to repair a watch that I dropped $200 on. 

[Baboa69]

After complaining in a survey they did reach out to me and replace my blaze
Pebble.

[BLMBG]

They are deleting posts from folks that mention their Fitbit failure more than once (I got notice overnight). More than one thread mention. So if you try to inform more games one poster, well, that's coming to an end. Sounds like the beginning of the end. My replacement blaze (replaced free, due to factory defect) is still working, but I only wear it when running, for obvious reasons. 

[Agolitz]

What survey did you use?

[PTCGator]

They deleted one of my posts in the Blaze lifetime thread as well. There are other better read places to share your experience with Fitbit and the Blaze. 

[Walkerhunter07]

There policy is bull. Mine is 4 months out of warranty and all I need is the glass, which is cracked because it's defective. But they want me to spend 150. On another tracker. That's bull. By now they should have replacement screens available since they know the original ones are defective.